T&D World Magazine

E.ON U.S. Selects Accenture and SAP to Power Customer Care System

E.ON U.S. has selected Accenture and SAP for the utility’s largest-ever information technology (IT) transformation project.

The goal of the E.ON U.S. Customer Care System (CCS) project is to implement a single system that replaces the different legacy customer systems at its subsidiaries, Louisville Gas and Electric Company and Kentucky Utilities Company.

E.ON U.S., which serves more than 1.2 million electric and gas customers throughout Kentucky and Virginia, conducted a comprehensive analysis to identify opportunities to better integrate and enhance business processes. Following this analysis, the company selected SAP software to power its new customer care system, with Accenture as the systems integrator. The project is designed to enable E.ON U.S. to replace its aging IT infrastructure, modernize and standardize business processes, and further enhance customer service capabilities.

E.ON U.S. will use applications from the SAP for Utilities solution portfolio, aligned around SAP’s enterprise service oriented architecture, to help maintain its high customer satisfaction levels — including excellent service call response time and reliable delivery of electric and gas services — and to improve the effectiveness of managerial reporting. The new customer care system should also provide E.ON U.S. with a flexible technology platform that is capable of accommodating future growth and enables the utility to address future business needs.

As systems integrator, Accenture will help E.ON U.S. develop and enhance business processes using the SAP system. Accenture, one of the world’s leading integrators of SAP solutions, will also conduct a change management program to educate, train and guide the client’s employees as they adopt the new SAP system.

The CCS project is expected to be completed in the first half of 2009.

“The implementation clearly demonstrates the importance of ensuring that our customers continue to receive award-winning service,” said Chris Hermann, senior vice president, Energy Delivery, at E.ON U.S. “By providing greater flexibility and more stability than our current systems offer, our new SAP Customer Care System will enable us to meet our business needs more effectively while allowing us to continue to maintain outstanding customer service.”

“The CCS project is vital to our continued success as a leader in customer satisfaction,” said Wendy Welsh, senior vice president, Information Technology, at E.ON U.S. “As the largest IT project in our company’s history, it will provide a solid platform well into the next generation as we continue to enhance our efficiency and service delivery.”

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